As required by the Funeral Act 2006 (Vic), Glen Funerals has a complaints handling procedure.
Whilst it is hoped that any concerns can be addressed by the Funeral Planner assisting you with the funeral arrangements, if this is not possible, the following procedures should be followed.
How to make a complaint:
If you have any concerns with the level of service and care we have provided, you may convey them to our Regional Manager via any of the following means:
By appointment at a mutually convenient time
By phoning 1800 260 444 during normal
By outlining your concerns in a letter, email or
fax. To ensure a prompt response, please include
your contact details.
1/116 Lower Plenty Road, Rosanna, Victoria 3084
Telephone: (03) 9455 3330
Email : firstname.lastname@example.org
Acknowledgement & Investigation
Your complaint will be promptly acknowledged in writing and/or by telephone.
We will generally need some time to investigate the complaint. The amount of time needed will depend on the number and the availability of people involved, and the complexity, seriousness and/or urgency of the complaint. We may need to communicate with you during the investigation process to clarify aspects of the complaint.
Response and Communication
We will provide you with a response to the complaint as soon as possible after completing an appropriate investigation.
Whilst we will generally respond to you in writing, sometimes a verbal response is more practical and/or appropriate.